Webinar Slides – Value of Blending eServices and Contact Centre


Slides are available from our webinar on e-services and the contact centre along with all of the Questions and Answers.

There has been an explosion in non-voice transactions (email, web, chat, self service, social media) in the past few years.  These have created unique problems for the contact centre.

A number of organisations have recently deployed blending solutions that enable the contact centre to deal with non-voice contacts more efficiently.

Find out how other contact centres have solved these problems.

Agenda

  • Top tips for dealing with non-voice contacts – Jonty Pearce, Editor, Call Centre Helper
jonty-slides-webinar-eservices

Click here to view the slides

  • The Value of Blending eServices and the Contact Centre – Simon Cook Regional Practice Leader, Interactive Intelligence
simon-blending-eservices-in-contact-centre-final

Click here to view the slides

  • Customer Case Studies
  • Interactive Questions and Answers

Downloads

blending-eservices-whitepaper

blending-eservices-contact-center-whitepaper.pdf (PDF Format)

interactive-logo

Topics to be discussed

  • Email response management
  • Web chat
  • Collaborative browsing
  • Short message service (SMS) and multi-modal communication
  • Knowledge base for self-service
  • “Click here to Chat Live” buttons
  • Social media – Facebook and Twitter

This webinar is provided by Call Centre Helper and is sponsored by Interactive Intelligence.

Published On: 13th Jul 2011 - Last modified: 13th Jun 2018
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